The Role of Performance Appraised On Service Delivery The Case of Immigration Department in Dar-es-Salaam

Jumbe, Sophia (2015) The Role of Performance Appraised On Service Delivery The Case of Immigration Department in Dar-es-Salaam. Masters thesis, The Open University Of Tanzania.

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The role of performance appraisal is widely acknowledged as a fair measure of employee work performance and improvement of service delivery in many organisations. The study employed case study design in order to facilitate intensive study of immigration headquarters. The targeted sample size was 117 respondents, however the sample size obtained was 100 to represent the whole immigration headquarter. Both simple random and purposive sampling were used in selecting the respondents. Both primary and secondary data collection methods were used in this study. The result indicated that available performance appraisal policy is almost outdated to operate in the current work environment. Problems reported to face performance appraisal include lack of awareness of the PA, to extent that some of them fail to understand the essence of performance appraisal. Apart from that, another problem that was mentioned is lack of direct involvement and support of top management especially the issue of sufficient budget to conduct training for employees, lack of financial support in the process of setting the criteria and harmonising them with subordinates. And lack of full commitment in conducting performance appraisal. The study concluded that immigration department take performance appraisal as an order from the top, which is contrary to other public institutions. On the other hand the study concluded that, clients were not having an opportunity to participate in performance appraisal process. The study recommends firstly, the management of immigration department has to review performance appraisal policy and make sure it is attractive and that every employee is aware about the criteria used for selecting the best performer and the criteria involved. Secondly, the administration of Immigration department should convince the Ministry of Home affairs to push the possibility of increasing performance appraisal budget to provide good services to the society.

Item Type: Thesis (Masters)
Subjects: 600 Technology > 658 Gerneral management
Divisions: Faculty of Business Management > Department of Leadership and Governance
Depositing User: Mr Habibu Kazimzuri
Date Deposited: 13 Jul 2016 10:57
Last Modified: 13 Jul 2016 10:57

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